Can Hillarys Blinds really just keep my deposit?

climbthatwallseegar Posts: 121 Forumite
First Anniversary First Post Name Dropper Combo Breaker
edited 8 December 2022 at 12:51PM in Praise, vent & warnings
I foolishly ordered some blinds and shutters with Hillarys Blinds 3 months ago. Had I taken the time to read the reviews around their shoddy customer service I would have thought twice. Anway, deposit paid and order placed in September and I was told the earliest they could fit me in would be this week. In the lead up to this I didn't receive any e-mails, confirmation reminders etc so I called on Monday to check the fitting was going ahead today. I was told by the Customer Service rep that he couldn't confirm this because "the fitter has checked his lock-up and your items have not been delivered".

After going around the houses I managed to get in touch directly with the fitter who has told me over the last few days that the blinds and shutters are not in his lock-up and Hillarys do not know where they are. I called Customer Service again this morning and received the same message. Apparently the items have been 'scanned out' but cannot be traced. Meanwhile the fitter has moved onto another job to replace my slot this morning and has told me he is booked up for the next couple of weeks. I have asked Hillarys for a refund and the CSR told me they cannot do this and I'll just have to wait for them to continue their investigations.

Posting here rather than the Consumer vent board for traffic in the hope that someone can advise if this is correct and legally I cannot get my money back at this point? I've found a local company who can fit me in and will charge less than Hillarys so a refund would actually work out ok for me. But to be clear I am prepared to honour my original agreement with Hillarys. However if they litterally cannot locate my goods surely they have to give me my money back?


  • Robin9
    Robin9 Posts: 12,084 Forumite
    First Post First Anniversary Name Dropper
    I think you need to give Hillarys time to resolve the issue.

    Write to them -  don't phone -  and give them 7 days
    Never pay on an estimated bill
  • The issue is I suspect our order fell through the cracks and the items are not going to turn up. I spoke with the salesperson who drew up our quote yesterday and he couldn't find our order. He then claimed it was because his computer doesn't store orders further back than 2 months which is clearly nonsense. If we are not on the system then the order wasn't placed.

    So my question really is: if they have to start the order again from scratch can I not just get my deposit back (do not want to wait another 3 months) because Hillarys seem to be suggesting that is the case and they will not process a refund under any circumstances.
  • Presumably you used your credit card for the deposit?  Simply claim from your credit card company
  • You need to read the terms and conditions that you agreed to when placing the order.

    Finding and comparing suppliers should be been done before any orders were placed so you cant say now you have found another supplier cheaper.
    FTB - April 2020 
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